MAULANA, ADAM (2021) PENGARUH LINGKUNGAN LAYANAN DAN KUALITAS PRODUK TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING ( Studi Pada Waroenk Ora Umum Purwokerto). Bachelor thesis, UNIVERSITAS MUHAMMADIYAH PURWOKERTO.
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Abstract
This study aims to analyze the effect of Servicescape and Product Quality on Customer Loyalty with Customer Satisfaction as an intervening variable. This research was conducted with quantitative research methods, non-probability taking, sampling purposive sampling. The sample of this research is 120 respondents. The analysis used is instrument test, classical assumption test of multiple linear regression, t test, path analysis test using Sobel. The results of the analysis show that the Servicescape has a significant effect on customer satisfaction, product quality has a significant effect on customer satisfaction, the Servicescape has no significant effect on customer loyalty, product quality has no significant effect on customer loyalty, and customer satisfaction has no significant effect on customer loyalty. While the Servicescape intervention has no significant effect on Customer Loyalty through Customer Satisfaction, Product Quality has no significant effect on Customer Loyalty through Customer Satisfaction.
| Dosen Pembimbing: | HARYANTO, TOTOK | unspecified |
|---|---|
| Item Type: | Thesis (Bachelor) |
| Uncontrolled Keywords: | Servicescape, Product Quality, Customer Satisfaction, Customer Loyalty |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen S1 |
| Depositing User: | wulan |
| Date Deposited: | 10 May 2022 07:24 |
| Last Modified: | 11 Nov 2024 01:54 |
| URI: | http://repository.ump.ac.id/id/eprint/11528 |
